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Dexcom CGM support

From reordering supplies, to tutorials and FAQ, Dexcom can provide support and guidance for a better experience with continuous glucose monitoring (CGM).

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Are you new to the Dexcom CGM System? Or CGM in general? Our Dexcom CARE team can help you get started.

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Frequently asked questions

Have a question about your Dexcom CGM System? Use the search bar to find answers to frequently asked questions (FAQ).

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Dexcom G5 Mobile CGM System

Why did my sensor insertion cause bleeding? What happens if my sensor deploys early? Why did my sensor fail after I had already started receiving readings from this sensor session? I’m having trouble keeping my sensor on. How can I help make it stick better? Having trouble starting your sensor session? What do I do if I need to remove my sensor early for a medical procedure? Why isn’t my transmitter working or why is my system telling me to pair a new transmitter? What are the components of my Dexcom G5 Mobile or G6 CGM Systems? How do I insert my sensor? What can I do if my Dexcom G5 Mobile sensor fails during the 2-hour warm-up? What can I do if my new Dexcom G5 Mobile transmitter is not pairing to my receiver or compatible smart device?

Dexcom G6 CGM System

Why did my sensor insertion cause bleeding? What happens if my sensor deploys early? What can I do if my Dexcom G6 sensor fails during the 2-hour warm-up? Why did my sensor fail after I had already started receiving readings from this sensor session? I’m having trouble keeping my sensor on. How can I help make it stick better? Can I use my Dexcom G6 during an MRI, CT scan or diathermy treatment? What do “No Readings” or “Sensor Error” mean? Having trouble starting your sensor session? What do I do if I need to remove my sensor early for a medical procedure? Why isn’t my transmitter working or why is my system telling me to pair a new transmitter? What can I do if my new Dexcom G6 Transmitter is not pairing to my receiver or compatible smart device? What are the components of my Dexcom G5 Mobile or G6 CGM Systems? Does the G6 accept calibrations? I’m a current G5 Mobile user. How can I upgrade my touchscreen Dexcom Receiver to use with G6?

General

Can I customize notification settings? How can I see the last 24 hours of my Sharer’s glucose readings? Will I receive notifications if the Follow app is closed? Will I receive notification sounds if my smart device is on vibrate? Why am I not receiving glucose notifications? What should I do if Follow says notifications are off? How many Sharer’s can I follow? What devices and software are compatible with Dexcom apps? How do I follow using my new smart device? What’s Dexcom Follow? What is Glucose Management Indicator (GMI)? Can I receive my Dexcom through pharmacy coverage? What is type 1 diabetes? What is the difference between hyperglycemia and hypoglycemia? What is hypoglycemia? Is type 1 diabetes genetic? What’s the difference between type 1 and type 2 diabetes? What are the main symptoms of type 1 diabetes? Important Follow App update for Android Users Is it painful to insert a Dexcom G6® sensor? How do I reorder supplies? How do I calibrate the Dexcom G6® for the first time? Will the Dexcom G6® change affect my daily routine? Is Dexcom creating a recycling program for the sensor applicator at launch? How do you test for diabetes? Is diabetes a disease? What is low blood sugar? Can type 2 diabetes be prevented? What are the symptoms of type 2 diabetes? What is the Dexcom G6 Upgrade Program? Will Dexcom CLARITY work with G6? Is Dexcom creating a recycling program for the sensor applicator at launch? Do I need to use my receiver? Does the G6 accept calibrations? I lost my sensor code. What do I do? Do I have to put the sensor code in every time I start a new sensor? What is a sensor code and why do I need one? How do I share my G6 glucose data with followers? Where can I insert my G6 sensor? Is the G6 covered by Medicare? Where can I purchase? I’m having trouble getting started - what should I do? Are there any changes with alarms and alerts? I’m a current G5 Mobile user. How can I upgrade my touchscreen Dexcom Receiver to use with G6? Can the sensor be restarted after 10 days? How long can I wear the sensor? How long does the Dexcom G6 transmitter last? What components are required with the new G6 system? Can pediatrics wear this product? What are the main differences between Dexcom G5 Mobile and G6? What is the Dexcom G6? I signed up for CLARITY push notifications and/or weekly emails in the CLARITY app, why I am not receiving them? What are the benefits of continuous glucose monitoring (CGM)? What is a normal fasting blood sugar for a person with diabetes? What is the A1C test? How often should you test your blood sugar? Why is it important to monitor blood glucose levels? What is blood glucose (sugar)? Can type 2 diabetes be cured or reversed with weight loss? What are the signs and symptoms of diabetes? What is a fasting blood sugar or fasting glucose level? Can you cure type 2 diabetes? Can you use your Dexcom G5 Mobile devices during medical procedures? What is type 2 diabetes? How many people are affected by type 1 diabetes? What is hyperglycemia? What Does It Mean to Have Prediabetes? What is Juvenile Diabetes? What Is a Normal Blood Sugar Level? How do I know when Dexcom CLARITY has been updated? How do I share data with my clinic using Dexcom CLARITY app? What is the AGP report? What statistics are available in the Dexcom CLARITY app? How can I send reports to my clinic using the Dexcom CLARITY app? Can I generate all Dexcom CLARITY reports from the Dexcom CLARITY app? What are the date ranges for reports in the Dexcom CLARITY app? Does Dexcom CLARITY have information about my receiver or smart device? How are statistics calculated in Dexcom CLARITY? What is a low utilization day? How are the Daily and Hourly Statistics calculated? How are ranges defined for Time in Range? How can I customize Dexcom CLARITY? What do I do without eA1C on my Dexcom CLARITY dashboard? How do I get through airport security with the Dexcom G6® CGM System? Who do I contact with questions about Dexcom CLARITY? Will events entered into my Dexcom receiver or Dexcom CGM app show in Dexcom CLARITY?? What are the computer and software requirements for Dexcom CLARITY? How far back can I access my data in Dexcom CLARITY? How do I set up data sharing with my clinic? How do I access past data from Dexcom STUDIO? How do I share data with my clinic using a Dexcom receiver? Can I use both a receiver and smart device with Dexcom CLARITY? How does Dexcom CLARITY get my data? How do I log in to Dexcom CLARITY? How do I get to Dexcom CLARITY? Who should not use the Dexcom G5 Mobile CGM System? How many people can view the information from the Dexcom G5 Mobile CGM System? How does the Dexcom G5 Mobile CGM System work? What is the Dexcom G5 Mobile CGM System? How is Dexcom CGM different from a blood glucose meter? What is Continuous Glucose Monitoring? How do I insert my sensor? How Can I Reinforce my Sensor Adhesion? Why did I receive two transmitters? How do I enable the sharing of my glucose data from the Dexcom G5 Mobile app to the Apple Health app? Can I charge my Dexcom G5 Receiver using a computer cable? Is the Dexcom G5 Mobile available for children? What is the transmitter warranty? How long does the Dexcom G5 Mobile transmitter last? What is the difference between the Dexcom G5 Mobile system and the Dexcom G4 PLATINUM Receiver with Share™? Getting to know your device: Dexcom G4® PLATINUM System with Share™ Tutorial What devices and software are compatible with the Dexcom CGM apps? Once my current Dexcom G4 PLATINUM is out of warranty, will I be getting the new Dexcom G4 PLATINUM (Pediatric) CGM System? If my child is currently using a Dexcom G4 PLATINUM CGM System and there is an issue with the receiver where it needs to be replaced, will my child receive the new G4 PLATINUM (Pediatric) receiver? Can my child wear the Dexcom G4 PLATINUM (Pediatric) sensor anywhere else on the body besides the upper buttocks and abdomen? How can my child keep their sensor from falling off? How can my child get trained on the Dexcom G4 PLATINUM (Pediatric) CGM System? If my child currently has a Dexcom G4 PLATINUM CGM System, what does this new pediatric indication mean to me and what (if any) steps do I need to take? What are the differences between the current Dexcom G4 PLATINUM CGM System and the newly approved Dexcom G4 PLATINUM (Pediatric) CGM System? Dexcom G4® PLATINUM System with Share™ (Pediatric) Tutorial: Introduction Getting to know your device: Dexcom G4® PLATINUM System with Share™ (Pediatric) Tutorial Setting up your device: Dexcom G4® PLATINUM System with Share™ (Pediatric) Tutorial Setting Alert Profiles: Dexcom G4® PLATINUM System with Share™ (Pediatric) Tutorial Inserting Your Sensor: Dexcom G4® PLATINUM System with Share™ (Pediatric) Tutorial New Sensor Session: Dexcom G4® PLATINUM System with Share™ (Pediatric) Tutorial Calibrating: Dexcom G4® PLATINUM System with Share™ (Pediatric) Tutorial Ending Your Sensor Session: Dexcom G4® PLATINUM System with Share™ (Pediatric) Tutorial Conclusion: Dexcom G4® PLATINUM System with Share™ (Pediatric) Tutorial Dexcom G4 PLATINUM (Pediatric) Full Tutorial Download Is Dexcom Studio compatible with Windows 8? How do I keep my sensor from falling off? Is Dexcom covered by Medicare? How do I install the Dexcom Studio software? How do I change my Target Glucose Range? Is the software MAC compatible? What are the minimum requirements to run the Dexcom Studio software? How can I send reports to my doctor? How do I transfer my data to the computer? How do I print out my reports? Does the report calculate my current A1c (HbA1c)? How do I export my data? How do I import my data? What do the statistical terms mean? What cable do I use to connect my Dexcom receiver to my computer? Getting to know your device: Dexcom G4 PLATINUM Dexcom G4® PLATINUM System with Share™ Tutorial: Introduction Setting Up Your Device: Dexcom G4® PLATINUM System with Share™ Tutorial Setting Alert Profiles: Dexcom G4® PLATINUM System with Share™ Tutorial Inserting Your Sensor: Dexcom G4® PLATINUM System with Share™ Tutorial New Sensor Session: Dexcom G4® PLATINUM System with Share™ Tutorial Calibrating: Dexcom G4® PLATINUM System with Share™ Tutorial Dexcom CGM Guide Downloads What is the sensor adhesive made of? What does the blood drop icon mean? What does “1 hour calibration error” mean? What does the “15 minute calibration error” mean? Is my sensor accurate? How long does the transmitter last? How do Profiles work? How do I tape my sensor if it is falling off? How do I manually stop my sensor? How do I display my trend screen? Why won't my receiver charge on the computer cable? Why can't I start my sensor? Why can't I find the "Start" or "Stop" sensor? Why is the antenna icon in the status area when in range? Download Dexcom Studio Where can I find when I last calibrated? When and how often should I calibrate? What is the transmitter warranty? How do I remove my sensor? Dexcom G4 Platinum Full Tutorial Download

Troubleshooting

How Can I Reinforce my Sensor Adhesion? What can I do if my new Dexcom G5 Mobile transmitter is not pairing to my receiver or compatible smart device? What Do I Do if I’m Not Hearing my Alarms on my Smart Device? What does the "Signal Loss" alert mean? What does the "Bluetooth is off" alert mean? What do the Question Marks (???) mean? What does “Calibration error” mean? Why isn’t the stop sensor active? What do I do when I get the "Sensor Failed" message?

Dexcom G5 Mobile App – Apple Devices Only

What devices and software are compatible with the Dexcom CGM apps? What can I do if my new Dexcom G5 Mobile transmitter is not pairing to my receiver or compatible smart device? How do I get a recap of my last 24 hours on my Smart Device? What Smart Device Operating Systems are compatible with Dexcom Apps? How to choose Vibrate only for G5 mobile app How soon will Dexcom support new OS versions after they are released? What Do I Do if I’m Not Hearing my Alarms on my Smart Device? How do I pair my G5 Mobile Transmitter with my smart device? Can I view my Dexcom G5 Mobile CGM data on an Apple Watch? What features are included in the latest update to the Dexcom G5 Mobile App? Is there a Dexcom G5 Mobile Widget in the Apple Today View?

Dexcom G5 Mobile App – Android Devices Only

What devices and software are compatible with the Dexcom CGM apps? What can I do if my new Dexcom G5 Mobile transmitter is not pairing to my receiver or compatible smart device? Dexcom G5 Mobile App - Android FAQs I’m having trouble downloading/installing the Dexcom G5 Mobile app for Android – what should I do? Is there a Quick Glance widget for the G5? Can I share my glucose data with Google Fit? How do I share my glucose data with the S Health app? Is the Dexcom CGM App compatible with Samsung’s Tizen watches? Which Android Wear Watches are supported? Can I view my Dexcom G5 Mobile CGM data on an Android Wear Watch? Why doesn't Dexcom support my Android phone? Why is my Transmitter not pairing with the G5 Mobile Android App? How do I get a recap of my last 24 hours on my Smart Device? What Smart Device Operating Systems are compatible with Dexcom Apps? How to choose Vibrate only for G5 mobile app How soon will Dexcom support new OS versions after they are released? What Do I Do if I’m Not Hearing my Alarms on my Smart Device? How do I pair my G5 Mobile Transmitter with my smart device?

Insurance

Is Dexcom covered by Medicare? I was recently denied coverage through pharmacy for Dexcom CGM, what can I do? What documents must be provided to my insurance company? Will my insurance cover the Dexcom CGM System?

G4 PLATINUM Receiver

Why won't my receiver charge on the computer cable? How do I pair a new Dexcom G4 PLATINUM Transmitter with my Receiver? How do I find my Receiver serial number? What is the receiver warranty? What is the difference between Shutdown and Stop Sensor? What does each of the buttons do? How long does it take to completely charge my receiver? Can I charge the Dexcom G4 PLATINUM Receiver using a computer cable? Why would I use the snooze feature? Why aren't my trend arrows present? What is the status area? What is the snooze feature?

App

Can I view my Dexcom G6 CGM data on an Apple Watch? Can I share my glucose data with Google Fit and Samsung Health? Is the Dexcom G6 App compatible with Siri? What are the latest updates in the G6 CGM App? How do I set up the Dexcom G6 with my phone? Are there any devices that are compatible with G5 that are not compatible with G6? What smart devices are compatible with the G6? What smart phones are compatible with the Follow app? Does the Follow App work with G6? Is there a new app for the G6?

Device

Are the Dexcom transmitters waterproof? What does CGM stand for? What is a glucose sensor? What is a glucometer?

Dexcom Update Tool

What are the software requirements for the Dexcom Update Tool? What is the Dexcom Update Tool? What are the software requirements for the Dexcom Update Tool? Is the Dexcom Update Tool available for MAC users? How do I Update the Software on my Dexcom CGM system? How do I install the Update Tool? What is the Dexcom Update Tool compatibility?

Share2 App & Receiver w/ Share

Getting to know your device: Dexcom G4® PLATINUM System with Share™ Tutorial Is Dexcom SHARE available internationally? Setting Alert Profiles: Dexcom G4® PLATINUM System with Share™ Tutorial Dexcom G4® PLATINUM System with Share™ Tutorial: Introduction I already have a supply of G4 PLATINUM sensors and a working G4 PLATINUM transmitter. Will they still work with the new Dexcom G4 PLATINUM Receiver with Share? How do I invite new Followers? If I am replacing my iPhone, iPod touch or iPad, what will I need to do? If I am replacing my receiver, do I have to set up my Followers again? How do I enable the sharing of my glucose data from the Dexcom Share2 app to the Apple Health app? Why isn't my receiver's trend screen showing a Bluetooth icon? How do I pair my G4 PLATINUM Receiver with Share with my iPhone, iPod touch or iPad? How many people can follow the Dexcom G4 PLATINUM Receiver with Share? Can I share glucose information when the Dexcom Share2 App is Closed? Is the Dexcom Share2 app compatible with Android devices? Is the Dexcom G4 PLATINUM System with Share available internationally? Is Dexcom SHARE available internationally? Is Dexcom SHARE compatible with Android devices? What is the Current Status of the Dexcom SHARE Service System? Do I need an internet connection for Dexcom SHARE? How many people can follow a Dexcom SHARE System? How can I tell if there is an established Bluetooth Connection? Who has access to the trend graph and notification settings? What does the “X” icon in the Status tab mean? How do I Download the Dexcom Share Apps? How do I reset my password? How do I recover a forgotten Dexcom SHARE username? Ending Your Sensor Session: Dexcom G4® PLATINUM System with Share™ Tutorial Conclusion: Dexcom G4® PLATINUM System with Share™ Tutorial

Dexcom G5 Receiver

How do I pair a new Dexcom G5 Mobile Transmitter with my Dexcom G5 Mobile Receiver? Entering your Transmitter ID into your Dexcom G5 Mobile Receiver What is the receiver warranty? What is the difference between Shutdown and Stop Sensor? What does each button do? How do I display my trend screen? What is the status area? What does the blood drop icon mean?

Dexcom G5 Touchscreen Receiver

What does the No Readings alert mean? Can I log events on the touchscreen G5 receiver? What does Calibration Error mean? What does the Sensor Error alert mean? What does the Signal Loss alert mean? What is the purpose of the Speaker Test? How can I view more than 3 hours of my glucose data on my touchscreen G5 receiver? What are the differences between the old G5 receiver and the new touchscreen G5 receiver?

Online Account

How Do I Add Insurance Information to My Online Account? How Do I Create an Online Account? How Do I Recover My Dexcom Username? How do I view past orders? How do I change my mailing or shipping address? How do I change my email address? How Do I Reset My Password?

Ordering

Is There a Faster Way to Reorder my Dexcom Replacement Supplies? How can I request a copy of my invoice? When will I receive an invoice or receipt for my order? How can I track my package? How do I reorder sensors? How do I confirm Dexcom received my paperwork? Why did Dexcom refer me to a distributor? I submitted my order via the online store. What happens next? How can I expedite my order? What documents do I need to get a Dexcom CGM? How long does it take to get a Dexcom CGM system? When will I receive my order?

Product support and education

Browse Dexcom product guides, tutorials and online classes.

Quick Start & User Guides

Access helpful Quick Start and User Guides for all Dexcom products and accessories.

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Tutorials

Our self-guided training tutorials will help you get up and running with your Dexcom CGM.

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